Your order is as important to us as it is to you. Our in-house Consumer Affairs department will be happy to assist you with any queries or other issues relating to your order. Please email us or call us at +1-604-222-6666 during standard business hours 9am-5pm PST weekdays, and a representative will be in touch with you. Remember, all queries are answered in the order in which they are received, and as a result, delays occur from time to time. Requests made outside of standard weekday business hours will be addressed as soon as possible.
All Pura products are backed by our 100% Satisfaction Guarantee. If at any point in the future you’re not happy with your order, let our friendly customer care know and we’ll be happy to refund you 100% of your order or send replacement product. We want you to be absolutely thrilled no matter what.
Our team processes orders within 24-48 hours and are processed during business week days with the exception of public holidays. During holiday periods, we may experience a higher than normal volume and processing times may take longer.
Pura may accept returns of merchandise purchased directly from Pura.ca through the Site only when all of the following conditions are satisfied:
If you need to make a return, please call us during normal business hours (9am-5pm Pacific, Weekdays) before sending the merchandise back. You will be asked to provide your Purchase Order number as received when an order was placed on the Site. Once we determine that your merchandise is eligible for return (see Return Policy), you will be issued a Return Authorization Number and given instructions on how to complete the process.
All reimbursements will be made to the credit card used for the original purchase. Please allow 2 billing cycles for the reimbursement credit to appear on your credit card statement.
We make every effort to safely secure and ship your order, but understand that, on rare occasion, merchandise can be damaged in transit. If you feel that your order was damaged during delivery, report it immediately and a representative will contact you. We are not responsible for lost or stolen merchandise.
All sales are FINAL on any promotional items sold on the Site or otherwise distributed by Pura through any other format, and Pura will not accept any returns of promotional items for any reimbursement whatsoever.
Although every attempt is made to maintain inventory on all of our products, there's a small chance that supply may not always keep up with demand. In this event, you will receive an email letting you know of your partial credit due to the out of stock item. We cannot hold pre-authorizations for an extended period of time and therefore any out of stock items will be cancelled off the order. We only charge for the items shipped.
Orders are typically shipped within 48-72 business hours. Once shipped, you will receive tracking information to your email address provided at the time of order. If an email receipt is not received, contact Consumer Affairs for verification. Be advised that shipping delays sometimes occur with our carrier, and are therefore beyond our control. Please allow up to 7 to 12 business days for delivery.
Prices and availability of all products are subject to change without notice.